Service Description and Guidelines
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The Redwood City Midday On-Demand Community Shuttle is a pilot service with operating grants from the City/County Association of Governments of San Mateo (C/CAG), the Metropolitan Transportation Commission (Lifeline Funding) and the City of Redwood City.
As this new service is a pilot program, the decision by the stakeholder group was to start small and grow as demand warranted and finances allowed. There is one vehicle available to operate the service. As a result, this operation does not serve all areas of Redwood City at this time.
The shuttle serves the area of eastern Redwood City as denoted by the blue boundary on the map. In addition to door-to-door service within this area, the shuttle will also stop at two designated locations outside this boundary - the Veterans Memorial Senior Center (1455 Madison Ave) and the Woodside Shopping Plaza. The shuttle does not serve any other locations at this time.
The stakeholder group will be reviewing the service periodically and making adjustments as necessary, based on ridership travel patterns, potential requested destinations outside the service boundaries and rider input.
While we have tried to anticipate as much as possible to ensure the service operates as smoothly as possible, please be patient while we work out any unexpected service issues.
The Alliance welcomes your input as the shuttle evolves into a service that meets the needs of the community. We can be reached by phone during normal business hours at 650.588.1600 or by email at
How do I request a ride?
Scheduled trips will be filled on a first called, first served basis. Call the driver at (650) 248-9643 the day before or up to seven days in advance of your trip. The driver is bilingual, speaking both English and Spanish.
Please leave a message CLEARLY stating your name and phone number as well as the day, date and time of your requested trip. Please also let the driver know how many people are in your party as well as if any riders require wheelchair access. The reason for this last item is to let the driver know to allow additional time in scheduling the pick up as well as looking for a safe pick up location that is accessible to the vehicle's wheelchair lift.
The driver will return your call and confirm it - or reschedule your trip to an alternate time if your requested time is unavailable. If your message is left during the driver's shift, your call will be returned as soon as it is safe to do so, otherwise your call will be returned the next service morning (Tuesday through Saturday excluding holidays). Don't forget to reserve your return trip too.
Please do not call the Supervisor or the Alliance offices if you are requesting a trip reservation. Reservations are ONLY taken and confirmed by the driver at (650) 248-9643.
Is there a time limit on how far in advance I can reserve a ride?
Yes. Riders may call to reserve a trip up to 7 days in advance.
How much does a ride cost?
Redwood City Midday On Demand Community Shuttle trips are free during the initial pilot phase of the service. The shuttle stakeholder group, in consultation with the Redwood City City Council will review fare policy at a later day. For now, your ride is FREE to use the new shuttle service.
Will the driver call me to let me know when he will be arriving?
The shuttle operator has the discretion of calling riders upon departure to inform the next rider that he/she will be arriving within the next few minutes for pick up.
Will the driver call me to let me know he/she is running late?
The shuttle operator will call a rider if he/she expects to arrive more than 10 minutes late at the scheduled pick up time. Please understand that there are some conditions beyond the driver's control that may cause delays such as weather, traffic and late riders or rider "no shows" - to name a few.
I didn't see the shuttle waiting for me. How long with the driver wait for me?
The shuttle driver will not wait more than 5 minutes for a rider to come out of his/her house after a scheduled departure. The rider must be ready to leave at the scheduled departure time.
Will I be the only person on the shuttle for my trip?
Because this is an on-demand shuttle service, the driver will attempt to group multiple rider trips when possible; especially if the riders are traveling to the same general destination or along the intended route. As a result, your trip may involve a few detours or additional stops before you reach your destination. This means you should allow extra time for travel if you are going to an appointment. The driver should be able to provide an estimated time of arrival for you based on reservations to that point.
Can I send my young child unattended on the shuttle?
We recommend that young children not utilize the service without adult supervision. It is the parent's responsibility to determine the appropriate age for their child to responsibly use the service unsupervised.
The bus operator's first responsibility is to ensure the safety of the passengers and those in vehicles around the bus. Bus operators will first provide a verbal warning to the misbehaving passenger. If this fails, the operator will place a radio call to his/her supervisor. A supervisor usually responds by meeting the bus, contacting local police enforcement or both depending on the severity of the situation.
If a child misbehaves on the bus, what will the driver do?
Misbehavior also will delay bus service to the rest of the passengers as the operator will be forced to pull the vehicle over to deal with the problem and/or wait for the appropriate authorities.
Can my child be picked up or dropped off at a school?
No. You may need to contact a service provider for school transportation or possibly a taxi. Neither entity is affiliated with the Redwood City Midday On Demand Community Shuttle pilot program.
Due to state and federal criteria used to define a "school bus operation," we are not able to serve a school directly with this shuttle. An on-demand service, which serves a school can be construed as "school bus" service. "School bus" service requires special equipment (the certified yellow school bus), in addition to drivers that are certified "school bus" operators by the California Highway Patrol and a host of other criteria - just to name a few.
Can the driver pull into my driveway?
No. The shuttle is generally prohibited from traveling on private property or driveways.
Are drivers required to provide assistance?
Yes. Drivers are instructed to provide assistance when necessary. A driver may assist you between your door and the vehicle if the distance is no greater than 20-25 feet and the passenger door of the vehicle is in full view of the driver.
The driver will, if requested:
• Verbally assist sight-impaired passengers;
• Assist with wheelchair maneuvering;
• Offer an arm for stability;
• Carry four bags of groceries;
The driver may not:
• Enter a residence;
• Lift or carry any wheelchairs;
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